Agoda Customer Service Issues

Hello, I have a concern about my recent booking experience at Dorset City Hotel through Agoda. My Booking ID is #[redacted]09 for a check-in on Wednesday, January 25, [redacted]. Unfortunately, the hotel could not provide the room I had reserved, leading to my cancellation. Agoda mentioned they were awaiting a response from the hotel while still holding my payment. After contacting the hotel, they assured me they had issued a full refund and would follow up with Agoda. This entire situation has left me quite dissatisfied. I will forward you the email correspondence I received from the hotel. Sincerely, Darren.

With reference [redacted], I kindly request a rebooking for the correct date of March 17th instead of the erroneous February 1st date provided by Agoda. I initially booked in good faith for a stay at the Premier Inn Heathrow but received the wrong confirmation. Despite my efforts to rectify this within minutes of noticing the mistake, I have been told that changing the date is not possible. I believe resolving this issue should be a simple task. If not promptly addressed, I may have to involve my credit card provider to cancel the payment. Considering the emphasis on customer care in your information, I hope you will assist me accordingly. My main aim is just to adjust the dates. Thank you for your attention to this matter. Sincerely, M. Goldbergs.

I attempted to make a reservation at the Hilton Doubletree Fiji but the dates were not available. I ended up booking at Musket Cove Fiji from January 24th, [redacted], to February 1st, [redacted], similar to the duration I wanted at the Hilton. However, Agoda charged me without authorization as the rooms were already sold. I've contacted Hilton Honors, and they mentioned that the rooms were sold and it's wrong to sell them twice. I'm seeking the return of $[redacted].02 for what seems like theft to me. I don't understand why I would book two places simultaneously. I want my money back promptly. My attempts to inform Hilton Doubletree Fiji have gone unacknowledged, and I've made multiple unsuccessful contacts. It's disappointing how this has been handled, and I insist on a refund immediately.

I am frustrated that my booking for the 4th of May was debited today on the 5th of Feb instead of the agreed-upon date of the payment by the 27th of Feb. I demand an immediate return of the funds back to my account. The Booking ID is [redacted]39. If this issue is not resolved promptly, I will have to cancel this payment and advise my company to blacklist your business and refuse any future bookings. The terms of the booking clearly state the payment date, yet the full payment was taken prematurely. This action is unacceptable and not in line with ethical business practices. Kindly process the refund back to my account promptly.

I made a booking for a 2-day stay at MY HOTEL PHUKET (Sha Extra Plus) from February 2nd to 4th, and I received a confirmed booking after payment with my AMEX card. However, upon arrival on February 2nd, the hotel had no record of my booking under the Agoda booking ID provided. Despite showing the Agoda confirmation ID, the hotel claimed to be fully booked and advised contacting Agoda for a refund as they had no record of the booking. I emailed Agoda about the situation but have not received a response. We had to find another nearby hotel last minute and pay more for accommodation. I am very disappointed with how this was handled. MY HOTEL PHUKET could not assist as they were fully booked and had no available rooms, directing me to request a refund from Agoda.

I made an error in booking the Mahana hotel in Huahine, French Polynesia on Sunday, February 5. My travel partners were not ready and the destination was no longer on their radar, leading to the need for a refund. I received confirmation from the hotel that they would accept the cancellation without charges due to the immediate request. They advised canceling through Agoda for a fee-free cancellation. I am looking for guidance on the next steps. Thank you. Brigitte P.

Hello, I am writing to address an issue with my recent booking. My credit card was charged [redacted] baht for a reservation that never occurred. Despite receiving a confirmation from Agoda, the hotel was fully booked when I arrived. I had also paid for a ferry and taxi expenses amounting to 40.21 euros and 36 euros respectively. I kindly request a refund for the unused booking as I do not wish to pay for a service I did not receive. I have not yet received assistance from your team regarding this matter. Please refund the amount to my credit card at your earliest convenience. Thank you. Best regards, Serda K.

Bonjour, J'ai réalisé deux réservations pour Malaga et Lisbonne avec les numéros de réservation [redacted]23 et [redacted]19. J'ai payé intégralement les frais sans option d'annulation, car je n'avais pas l'intention d'annuler. Malheureusement, je ne peux pas voyager actuellement car mon passeport est retenu au consulat d'Espagne. J'avais déposé ma demande de visa le 14 novembre [redacted], mais la réponse prend plus de 30 jours, ce qui dépasse le délai prévu de 60 jours. J'ai pris connaissance de cette situation après avoir contacté le service de visa au consulat. Je ne pourrai donc pas être présent le 10. Puis-je reporter mes réservations ou annuler avec des frais s'il vous plaît ? Cordialement

I am currently in Kuala Lumpur on vacation. I booked under the Hotel Category, but upon check-in, I discovered it was an Airbnb rental. There were only 2 towels provided, no hand towels, toothbrushes, or water. I am here for a relaxing vacation, not backpacking or sharing accommodations. I am disappointed that Agoda categorizes Airbnbs or apartments under the Hotel category, which was misleading. My vacation has been ruined by this confusion, and I feel uncomfortable and anxious. I am here alone with no specific plans, simply wanting to enjoy, but this misclassification has disrupted my stay. I have attempted to reach out without success. Please assist me in relocating to a proper hotel promptly. Thank you.

Hello, I'm currently in Thailand facing an emergency situation. My friends made a booking at Adaman Beach Resort in Koh Phiphi through Agoda (Reservation ID: [redacted]55). Despite having paid and received a booking confirmation, upon arrival at the hotel, they were informed that there was no record of their Agoda reservation and the hotel is fully booked. The hotel staff claimed they are unable to assist. I believe Agoda should assist in resolving this issue promptly. Any guidance on how to handle this would be greatly appreciated.

I made a booking through Agoda for a flight from Kuala Lumpur to Bali, Indonesia. Upon boarding, I was informed that a visa was required for my six-year-old daughter due to her passport validity being from October [redacted] to October [redacted] (a one-year validity which is standard in Germany for child passports). The embassy and internet stated that visas could be obtained upon arrival in Indonesia as long as the passport had a minimum of six months validity, even for children, with no further details. At the airport, it was specified that these were the airline's requirements. Since both Agoda and Batik Air had my daughter's passport information but failed to advise us about the visa necessity, I am requesting a full refund for the flight tickets and the hotel reservation made through Agoda. Thank you. Best regards, Christin Maria Herrmann de Valdez.

I have made four hotel bookings with Agoda for travel in March. Unfortunately, when booking the Hari hotel in Hong Kong, I made a mistake with the dates due to a system error that remembered my previous booking in Japan. I believe I initially entered the correct dates of March 17 check-in and March 20 check-out, but it seems to have changed. The booking is non-refundable, so I am hoping to modify the dates to March 17 check-in and March ?? check-out to match my stay in Tokyo. I would appreciate any assistance in resolving this matter.

Dear support team, I am reaching out regarding my upcoming trip to Vietnam from March 4 to 10 with another couple. I made a confirmed booking on Jan 28 for a hotel in Hanoi. However, on Feb 5, I received an email from Agoda stating that there was an issue with my Mastercard payment for a different booking. Misunderstanding the email, I inadvertently made a second booking on Feb 6, resulting in two bookings for the same hotel. I have contacted the hotel, and they advised me to reach out to you to resolve this situation. Please assist me in canceling one of the bookings. The booking IDs are ID[redacted]41 and ID[redacted]55. I appreciate your prompt attention to this matter. Best regards, Jan O.

Subject: Cancellation of Cebeci Grand Hotel Reservation Booking No: [redacted]51 Dates: April 23rd to 24th, 2 nights Name: M. Portmann I have been informed by Cebeci Hotel to contact Agoda for canceling my reservation. The hotel mentioned that cancellations can only be done through Agoda. My credit card was charged CHF 74.32 on December 27th. Please advise on the cancellation process as hotels are unable to manage Agoda bookings directly. Thank you and have a great day. --[Original Message from Marianne Portmann]-- Subject: Cancellation for April 23/24 at Cebeci Grand Hotel Dear Sir, I have reached out previously regarding the cancellation of my reservation for April 23rd and 24th due to unforeseen circumstances related to an earthquake. Agoda informed me that the hotel is directing cancellations through them. I await your response. Best regards, M. Portmann

A algumas horas atrás, fiz uma reserva de passagem aérea e ao receber o e-mail de confirmação, notei que a data de retorno estava registrada errada, marcando 30 dias após. A data correta é 22/03/[redacted], mas foi registrada para 22/04/[redacted]. O ID de reserva para o regresso é [redacted]96. Na época da reserva, não estava cadastrado no site ou no aplicativo, então não consigo fazer alterações on-line. Assim que percebi o erro, tentei contatar por e-mail.

Subject: Important Update Regarding Your Hanoi Fiesta Hotel Reservation Dear valued customer, We sincerely apologize for a recent system error that affected the room rates displayed on the Agoda website for your upcoming stay at Hanoi Fiesta Hotel & Spa. The error resulted in a misrepresentation of the room price. Rest assured, we have promptly rectified this issue, and the correct room rate for your booking is 11,[redacted],[redacted] VND. Due to the oversight, you were charged 1,[redacted],[redacted] VND for your reservation. To compensate for this discrepancy, we will deduct 50% of the total booking value after correcting the price error, which amounts to 3,[redacted],[redacted] VND. Therefore, the remaining balance to be settled upon your arrival at the hotel is 2,[redacted],[redacted] VND. If you prefer to cancel your booking free of charge, please let us know. We sincerely regret any inconvenience this may have caused and appreciate your understanding. Should you require further clarification or assistance, please do not hesitate to contact our customer service department. Thank you for your understanding. Best regards, Customer Service Department Hanoi Fiesta Hotel & Spa

Subject: Issue with Booking at Mercure Wien Westbahnhof Hotel Dear team, I am reaching out regarding my recent booking at Mercure Wien Westbahnhof Hotel from 7 to 11 June [redacted] with Booking ID [redacted]07. Despite selecting options for free breakfast, free cancellation, and a budget per night using Adoga Filters, the confirmation message stated it was non-refundable, contrary to my selection. I have attempted various corrective actions, including halting the account payment, seeking assistance from my banker, and trying to cancel via the customer service chatbox. Unfortunately, the confirmation email address provided for cancellation was undeliverable. I have now discovered the "get human" contact option online to address this issue with Adoga and request the cancellation of my booking at Mercure Wien Westbahnhof Hotel. I appreciate your prompt attention to this matter and look forward to resolving it accordingly. Best regards, R.

Dear Sir or Madam, I am experiencing an issue with checking in at OYO Townhouse [redacted] in New Friends Colony. The hotel receptionist informed me that they only accommodate Indian guests and not foreigners. This is the first time I have encountered such a problem during my travels worldwide. The receptionist advised me to contact Agoda's customer service phone number; however, when I did so, the number provided was not valid. My hotel booking confirmation number is [redacted]85. Fortunately, my wife and I were able to find a walk-in room available at the nearby Athena hotel for tonight. I am disappointed by this experience and am requesting a full refund due to this issue. In the future, please refrain from promoting hotels on the Agoda platform that have restrictions based on nationality. Thank you for your attention to this matter, and I sincerely hope for a resolution. Yours faithfully, Aung Phyo Thu

Subject: Request for Cancellation of Hotel Booking at Mercure Wien Westbahnhof in Vienna I made a booking at Mercure Wien Westbahnhof Hotel for 7 - 11 June [redacted] through Adoga with booking ID [redacted]07. Despite selecting options for complimentary breakfast, free cancellation, and a budget per night, the confirmation labeled the booking as "non-refundable," which I believe was an error given that it was still five months away. Upon realizing this, I attempted various methods to cancel the reservation without success. Despite my efforts to halt payment, reverse it through my banker, use the Adoga chat support, and even email for cancellation, none of these avenues have worked. The Adoga chatbox labeled my booking number as "invalid," making it impossible to cancel through the designated channels. I am reaching out for assistance in canceling my booking with ample time for the hotel to resell the room. I kindly request a refund of R5846.17 to explore alternative accommodation options that align with my needs for the specified dates.

I am writing to address the issues encountered with my Ca Del Arte booking from the 16th to the 18th of February [redacted]. Upon arrival, my room was unexpectedly located at Ca Del Arte Palace, causing confusion and a 40-minute search late at night without prior notice from Agoda. The room's digital code was incorrectly set, preventing access, despite attempts to contact the landlord. We had to hastily find a new accommodation at a higher cost. The hotel owner's indifference led us to solve the code issue ourselves the next day, requiring involvement from hotel staff and management. The manager assured us of contacting Agoda/Booking.com for reimbursement of the two nights' stay due to the hotel's negligence, inconveniences, and additional expenses incurred.